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    ________________________________Customer Satisfaction for after sales service by car mfs:

    EXECUTIVE SUMMARY

    The primary objective of the report is to measure customer satisfaction for after sales

    services of cars (entry level) provided by car manufacturers (Maruti, Tata motors and

    Hyundai) in Mumbai city. Rating is given to the three companies on the basis of the

    after sales provided by the companies. In order to achieve this objective an extensive

    research was undertaken in the areas of Mumbai.

    The research is carried out by administering Questionnaires and interviewing the

    dealers as well as the consumers. The sample size taken for the purpose of research is

    90. The project has been compiled with the help of SPSS software. Pie charts, Bar

    graphs and Data analysis tools are a part of the report to extensively cover the

    research objectives.

    The entry of foreign car players in India, has led to the exit of a lot of players from the

    Indian auto industry and new products being constantly offered by both the foreign car

    companies and their Indian counterparts.

    In a scenario like today where cars do not differ very greatly in terms of technology at

    the entry level, the various car companies have attempted to differentiate their products

    on the basis of after sales service offered by them and their dealers in terms of Strong

    Dealer Network accessible all over India, Technically qualified staffand Number of

    Free after sales services offered to customers.

    The project report highlights that after sales service is a major aspect while a customer

    buys a car. The customer satisfaction of three major players in the car segment (entrylevel) is conducted and Maruti came as the no: one brand followed Hyundai and Tata

    motors. According to J.D. Power Asia Pacific Indian customer satisfaction Index 2002,

    Maruti had the highest rating followed by Hyundai. Many people rank Maruti as the best

    brand in the entry level cars. Respondents believe that after sales service provided by

    the company reflects its overall image while buying a car. Many respondents are

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    satisfied by not only the service provided by the various service stations but their

    availability. Respondents believe that dealer network is not a major criterion while

    buying a car. Majority of the respondents believe that service station network is not a

    major criterion while buying a car. Brand image is very important factor which is

    considered by the respondents while buying a car.

    Some recommendation to the Dealers and Service station providers which comes from

    the course of this project report are -giving remainder calls of service to their customers,

    spare parts at concessional rate, good exchange value for old cars, wheel alignment, A/C

    maintenance etc. to name a few.

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    INTRODUCTION

    Background of Indian car Industry

    The no. of MNCs entering in Indian car market is increasing and therefore needed tocarefully plan their entry into emerging markets. Early commitment to a market oftenresults in first mover advantages that are difficult to replicate. On the other hand, laterentrants have the opportunity to learn from the mistakes of the first entrant. The Indiancar market offers useful lessons in this context. In the 1990s, the Indian Governmentremoved several restrictions in a bid to attract foreign investors into the automobileindustry. Among the first to enter was Daewoo of South Korea, with its model Cielo,targeted at the upper end of the market. Other MNCs such as Ford and General Motorsalso entered the Indian market, followed by Hyundai, Honda, Toyota and Volkswagen.In this case, we shall examine the strategies of some of the major players in the Rs18,500 crore Indian car markets and how successful they have been till date. The caseis relevant to the issues being covered in this book as the Indian car industry iscompletely dominated by MNCs*, barring the lone exception, Telco.

    MUL

    For a long time since the countrys independence in 1947, India had a protectedmarket, divided between two players, Hindustan Motors and Premier Automobiles. (Athird company, Standard Motors remained a marginal player for several years before

    being wound up). Customers had little choice in what was an extreme version of asellers market. In the 1980s, Indias top politicians felt the need to produce a small carwhich would be within the buying reach of the Indian middle class. The obvious place toshop for technology was Japan which had developed world class capabilities in smallcars by this time. It was not Toyota or Nissan or Honda, the three largest players inJapan, with whom the Indian Government tied up, but Suzuki, a much smallercompany. Suzukis small car capabilities probably influenced this decision.

    Suzuki grabbed the opportunity with both hands and formed a joint venture with theIndian Government, which was called Maruti Udyog Ltd (MUL). It decided to launch asmall car with an engine capacity of 800 cc, targeted at the masses. Suzuki showed its

    commitment by setting up a full-fledged manufacturing facility at Gurgaon on theoutskirts of the Indian capital, New Delhi. Thanks to the various concessions offered bythe Indian government, the car, popularly known as the Maruti 800, was pricedattractively. Subsequently, in spite of price hikes from time to time, it remained withinthe reach of Indias upper middle class and became a runaway success. Later, MULalso launched a more up-market model, the Zen, and followed it up with a 1000 ccengine model for the luxury segment. Besides these vehicles, MUL also launched twoutility vehicles, the Omni and the Gypsy. All these models became market leaders in

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    their respective segments with the possible exception of the Gypsy, which facedintense competition from local players such as Mahindra & Mahindra.

    Most Macs began their operations in India as joint ventures with local partners.Examples include Suzuki, G.M, Ford and Daewoo. With the exception of Suzuki, these

    joint ventures have become fully owned subsidiaries of the foreign partners. In allthese cases, the local partners have just not had enough resources to chip in wheneverthe equity base has been expanded. Consequently, the foreign partners have pumpedin the additional capital and raised their equity stakes.

    Currently, MUL sells about 15,000 units of Maruti 800 per month. Till date, it has soldmore that 1.5 million units of this model and does not face any direct competition worthmentioning. The Zen, MUL's second best selling car, faces competition from Santro(Hyundai), Matiz (Daewoo) and Indica (Telco). The Omni, with its van like shape canseat up to eight people. The low excise duty on Omni (as per government rules)makes it the cheapest personal transportation vehicle in India. The Omni is

    inexpensive to run and is popular with taxi operators and large families. The 1000 ccup-market Esteem also offers value for money with a reputation for reliability and lowrunning cost. With the entry of other MNCs, especially the Koreans, both the Zen andthe Esteem have been facing stiff competition in recent times.

    In the late 1990s, Suzuki and the Government of India ran into disputes1 overmanagement control and the appointment of a new CEO after the then CEO, R CBhargavas retirement. Tensions ran high for several months as the government andSuzuki decided to take the dispute to an international arbitration agency. Later,tensions subsided and the two partners decided to settle their differences amicably.Both parties obviously realized that it made eminent business sense to stick together in

    a highly successful joint venture.

    In the recent past, MULs market share has declined from 64% (in 1999) to 52% (in2000). Profits have also slid from Rs 522 crore in 1999 to Rs 330 crore this year. MULis also waking up to the changing profile of the Indian car market which has seen fastergrowth in the Zen-Santro-Indica-Uno-Matiz segment2 than the bread and butter Maruti800 segment which it has totally dominated till date. Another problem that MUL facesis largely of its own making. It had left the basic 800 model unchanged for over 15years, leading to a growing consumer perception that it was offering only older modelsunlike its competitors. Recently, MUL has launched two new models, Wagon R, priceda little above the Zen and Baleno, a product for the premium segment. MUL hopes thatwith a more complete product range, it will not only be able to attract new customers,but also hold on to existing customers. New models, however, will not come cheap. IfMUL has to implement its plan of launching one new model, every 6-12 months, it willneed an estimated Rs. 2500 crore over the next three years. Till now, MUL hasfinanced most of its expenditure through internal accruals, but borrowings have nowbecome inevitable. MUL has recently announced plans to borrow Rs. 200 crorethrough non-convertible debentures and Rs. 100 crore through commercial paper.

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    Even though MULs market share has fallen sharply in recent times, some analysts feelthat the company's strengths should not be underestimated. According to consultant1,Arindam Bhattacharya of A.T. Kearney, "As long as Maruti's own growth targets arebeing met, it doesn't really matter whether the market share is falling." With annualsales of 406,574 vehicles and a total income of Rs 9,673 crore in 1999-2000, MUL's

    might is still formidable. As Bhattacharya argues2, "The Maruti 800 is a great product.No other car in the world can match its functionality and price even with the high dutyincidence of 60 per cent in India. There is need for such a car, which competes notwith other cars but two wheelers."

    In mid 2000, MUL's fixed investment in assets totaled Rs. 3500 crore, including adepreciated component of Rs. 1200 crores. With a production capability of 450,000cars, trained manpower, vendor and service network and dealership, MUL feels itsreplacement cost is in the range of Rs. 10,000 crore, a figure which will be dauntingeven to global players. MUL has also been proactive in cutting costs. It is working withits vendors on various value engineering projects currently; MUL procures about Rs.

    5000 crore of components every year. Even a 5 percent cut can lead to cost savings ofRs. 250 cores. MUL is working on a plan to reduce the number of vendors byencouraging them to merge. It is also looking at the possibility of reducing the cost ofcapital for its vendors by taking advantage of its superior credit rating and borrowing ontheir behalf.

    Hyundai

    Unlike most other MNCs, Hyundai of South Korea decided to enter India with its small

    car model, Santro, which it priced attractively at about $7000. Hyundai chose to set upa fully owned subsidiary and hired some of the most reputed executives in theIndian automotive industry. Hyundai also invested heavily in a modern car plant nearthe city of Madras, in the southern part of India. The facility can manufacture 130,000engines, transmission sets and components per annum. According to Business India1,What makes HMIs (Hyundai Motor India) progress even more impressive is that theSriperambadur plant is not another knocked down (KD) operation but an integratedmanufacturing facility. The Santros that will roll out of this plant will be manufacturedfrom day one and not merely assembled. This is a historic achievement. No companyhas begun operations in this manner, not even Maruti Udyog, which initially importedCKD kits for the Maruti 800... The very essence of Hyundais strategy is to localize

    heavily from day one to give it a very early cost advantage, the number one priority inthis highly price sensitive market. The Santro has been a major success. Though notvery elegant looking, the car has enough leg and head room. Hyundai sold more than75,000 vehicles during the period April 1999 - March 2000 and looks set to cross the100,000 figure in the current year. During the period January-June, 2000, Hyundai sold45,513 units, against 21,884 in 1999. Encouraged by the success of the Santro,Hyundai has recently launched the upmarket Accent model. Recently, Hyundaiexported a big consignment of 760 cars (350 units of Santro and 410 of Accent) to

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    Algeria. Hyundai has also announced plans to export engine and transmission sets tothe parent company in Korea and to Turkey.

    Hyundai's performance in India has not been entirely blemishing less. The companydid not bring its latest engine technology to India and unlike rival Daewoo, could offer

    its Euro II2 compliant versions only at a higher price. In the process, the company'simage took a beating. Hyundai also miscalculated the demand for the Santro. Whendemand peaked, customers had to wait for three months. Hyundai has now embarkedon a capacity expansion project at its plant in Sriperambadur in Madras. Theinvestment of around $400 million will take the capacity from 120,000 cars to 200,000by December 2001.

    A major worry for Hyundai is that it has just one small car in its stable. Hyundai ispinning its hopes on luxury models such as the Sonata, priced at around Rs 12 lakhs,but as the company's senior executives themselves admit, such models are unlikely tosell more than 250 units per month. Hyundai is also vulnerable because of its relatively

    small size, when compared to global majors such as Ford, General Motors, Toyota,Daimler Chrysler, Volkswagen and Honda.

    Telco

    Founded in 1945, the Tata Engineering and Locomotive Company (Telco) is one of theleading players in the Indian automobile industry. In its early years, Telcomanufactured only commercial vehicles, through a technical collaboration withMercedes Benz of Germany. Starting with the 1980s, Telco has moved into light

    commercial vehicles, pick-up trucks, multi-utility vehicles, large cars and finally, smallcars. The Tata Mobile pick-up truck launched in 1988 was probably a turning point inTelcos history. The model failed to build volumes, but gave Telco engineersconfidence in their design capabilities. Telco then launched its big cars, Tata Sierra(1991) and Tata Estate (1992). Both these cars have been more or less phased out,as Telco decided to take a plunge into the mass market small car segment1.

    The star in Telco's portfolio today is the small car, Indica, designed in Italy, butmanufactured in India as an almost completely indigenous effort. The car has adistinctive look and sufficient space but its engines can probably be improved. At thetime of launch, the Indica was plagued by quality problems. Telco engineers, however,

    ironed these out in quick time. Priced at just over Rs. 3 lakhs, the Indica offers valuefor money and has catapulted Telco to a position in which it is one of the few seriouschallengers to MUL. In the Rs 3 - 4.5 lakh price segment consisting of the Santro, theZen, the Matiz, the Wagon R and the Uno, Indica has a market share of 21%.

    Telco seems to be well ahead of the other players in the industry in its e-businessinitiatives. It has created a portal, vcm.com, where business partners can log in withtheir unique passwords. Enquiries can be floated electronically to qualified vendors,

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    quotations received and orders processed through the Internet. As soon as a vendorsupplies goods, Telco's systems and the vendor's books are updated. Informationregarding acceptance of a consignment is also conveyed electronically. Telco isattempting to integrate its internal ERP system with the web so that productionschedules can be given online for the different vendors.

    One concern expressed by analysts is Telco's staying power. The project will notbreak even for some time. As Business Today2 recently remarked: "The car foray issucking Tata Engineering into a vicious loop: as its losses keep mounting, thebreakeven target keeps getting pushed back further. As things stand today, analystspoint out that to make money, Tata will have to sell close to one lakh cars, against theoriginal target of 90,000 cars and the project cost has escalated to over Rs 2000crore." Some analysts even suggest that Telco should spin off its car venture and offera stake to a foreign car major. Another worry for Telco is that it is dependent on justone model. To be a serious player, the company needs a couple of additional models,which would obviously cost money.

    Telco executives are not unaware of these problems. Chairman Ratan Tata hasadmitted that the company needs a wider product range to compete with global playerswho have the capability to offer as many as 8-10 new models every two years. Whilesenior Telco executives have emphasized that there are no plans for any spin off, Tatahimself has admitted the need for an alliance. Tata, however, is particular on choosinga partnership that will leave Telco with a sufficient degree of independence*: "What Iwould be looking for would be a swapping or exchange of products where perhaps Ihave access to their power trains and certain platforms. They have access to ourplatforms, may be over time, we share distribution outlets in India. May be we bothhave product lines coexisting, share markets together. We have the greatest edge in

    low cost engineering as against our global partner.

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    The Indian Passenger Car Market in FY2002-03

    Total 708078*Source: SIAM

    Includes MUVs/SUVs

    Segments Size Volume Percentage share

    A Compacts 195366 28%

    B Mid-sized 375292 53%

    C Premium 130983 18%

    D&E Luxury 6437 1%

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    Passenger Car Market Share 2002-

    2003

    57.111.5

    16.1

    15.3 Maruti

    Telco

    Hundai

    Others

    Major players in the Indian market

    Installed Capacities Utilization %

    MUL 350000 102%Telco 160000 58%Hyundai 120000 78%Daewoo 110000 -Ford 100000 10%HM 64000 36%Fiat 50000 -Honda 30000 34%

    GM 25000 33%Daimler C 10000 14%

    Source: SIAM

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    PROBLEM STATEMENT

    TO MEASURE CUSTOMER SATSFACTION FOR AFTER

    SALES SERVICE BY CAR MANUFACTURERS.

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    RESEARCH OBJECTIVE:

    Major:

    To measure the customer satisfaction on basis of aftersales service provided by the car companies.

    Minor:

    To give rating to the car companies on the basis of aftersales service provided by them.

    Issues which customers give preference while ratingcustomer satisfaction post buying a car.

    Awareness among people regarding the services offered bythe various car companies and car dealers.

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    RESEARCH METHODOLOGY

    SAMPLING DESIGN:

    Sample Design

    p------- Probability of population satisfied with after sales services provided by CarCompany

    q------Probability of population not satisfied with after sales services provided by carcompany

    z------At 95% confidence interval level

    x-----standard error of deviation

    n------Sample size

    calculation

    n= (z2pq)/x2

    n= 1.9*1.9*0.5*0.5/ 0.10*0.10

    n=90

    p=0.5q=0.5x=0.10 10% standard error of deviationz=1.9 95% confidence interval level

    Hypothesis Testing

    Our research objective is to check the customer satisfaction level for the after salesservice provided by the car companies.

    H0 (null hypothesis) -------Customers are satisfied with after sales services provided bythe car company

    H1 (alternate hypothesis) -----Customers are not satisfied with after sales servicesprovided by the car company

    The sample size taken for this project is 90

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    RESEARCH DESIGN

    1. Data design

    Data design consists of two parts first part is preparing instrument for the

    Collection of data & the second part is to Revision of instrument.

    2. Instrument Design :

    Data is designed through questionnaire method, is used as the instrument for the

    Collection of the data. Related questions were asked to respondents. And getting

    their views about after sales service . Hence the data collection instrument is survey

    (Questionnaire) method.

    3. Instrument Revision :

    There are around 13 questions were prepared to ask the respondent to get

    actual information about the topic. Related question were asked to know the,

    After sales service provided by car companies and satisfaction level of the consumers.

    the instrument was revised after visiting 90 respondents by using SPSS software .

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    DATA COLLECTION

    Method adopted for the data collection is survey method. I asked questions related to

    the subject and collected their responses by personal or impersonal means. Here thedata was collected through various respondents who are using Maruti, Hyundai, andTata Motors cars.Hence questionnaire was formed, and data is collected from respondents about theirsatisfaction about the service provided by car companies.

    Primary data and secondary data are collected through various sources. Like.

    Primary data:

    Existing car users

    Dealers and service stations

    Secondary data:

    Internet

    Magazines

    Newspapers

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    DATA ANALYSIS

    Brand of Car Preferred (Found from the survey)

    Frequency Percent ValidPercent

    CumulativePercent

    Valid Maruti 61 67.8 72.6 72.6

    Hyundai 9 10.0 10.7 83.3

    Tata motors 10 11.1 11.9 95.2

    Others 4 4.4 4.8 100.0

    Total 84 93.3 100.0

    Missing Missing 6 6.7

    Total 90 100.0

    brand of car

    brand of car

    otherstata motorshyundaimaruti

    Percent

    80

    60

    40

    20

    0

    Source: questionnaire

    From the survey conducted it was found that 67.8 % preferred Maruti as the brand.

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    Age of the Car

    Frequency Percent Valid Percent Cumulative Percent

    Valid 10 years 11 12.2 12.2 100.0

    Total 90 100.0 100.0

    age of the car

    age of the car

    >10 yeaers5-10 years1-5 years

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    After Sales Service Effect On Brand Image Of The Companies

    Frequency Percent Valid Percent Cumulative

    PercentValid Yes 75 83.3 84.3 84.3

    No 14 15.6 15.7 100.0Total 89 98.9 100.0

    Missing Missing 1 1.1Total 90 100.0

    after sales service effect on brand image

    after sales service effect on brand image of the companies

    noyesP

    ercent

    100

    80

    60

    40

    20

    0

    Source: questi

    Thus, the data shows that 83% of the people surveyed say that after sales service does affeoverall image of the company. So the car manufacturing companies have to focus on their asales service in order to maintain brand loyalty.

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    Reliability Of After Sales Service Provided By The Service Stations

    Frequency Percent Valid Percent CumulativePercent

    Valid Yes 55 61.1 64.7 64.7

    No 30 33.3 35.3 100.0

    Total 85 94.4 100.0

    Missing Missing 5 5.6

    Total 90 100.0

    Reliability of Service Stations

    Reliability of service startions

    noyes

    Percent

    70

    60

    50

    40

    30

    20

    10

    0

    Source: questionnaire

    From the survey conducted it was found that 61.1% of the respondents found the

    service delivered by the service stations to be reliable. But companies need to work onit improve upon this figure.

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    Respondents Satisfied With the Services Provided By The Company

    Frequency Percent Valid Percent CumulativePercent

    Valid Yes 60 66.7 73.2 73.2

    No 22 24.4 26.8 100.0

    Total 82 91.1 100.0

    Missing Missing 8 8.9

    Total 90 100.0

    satisfaction level of respondents

    respondents satisfied with the services provided by the company

    noyes

    Percent

    80

    60

    40

    20

    0

    Source: questi

    From the survey it is found that 67.6% of the respondents from the sample were satisfied wiservice provided by the companies. But still companies need to work on it.

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    Availability of Service Station Within Reachable Area

    Frequency Percent Valid Percent Cumulative

    PercentValid Yes 65 72.2 73.9 73.9

    No 23 25.6 26.1 100.0

    Total 88 97.8 100.0

    Missing Missing 2 2.2

    Total 90 100.0

    availibility of service station

    availibility of service station

    noyes

    Percent

    80

    60

    40

    20

    0

    Source: questi

    From the survey it was found that 72.2% of respondents were satisfied with the no: of servicstations available within their reachable area.

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    Statistics Regarding Ranking Given By Consumer to Car Companies

    Rank given toMaruti Rank given toHyundai Rank given toTata motors

    N Valid 86 84 84Missing 4 6 6

    Mean 1.58 1.95 2.45Std. Error of

    Mean8.35E-02 8.62E-02 7.07E-02

    Median 1.00 2.00 3.00

    Mode 1 2 3Std. Deviation .77 .79 .65

    Variance .60 .62 .42

    Range 2 2 2Minimum 1 1 1Maximum 3 3 3

    Percentiles 25 1.00 1.00 2.00

    50 1.00 2.00 3.0075 2.00 3.00 3.00

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    Rank Given To Maruti

    Frequency Percent Valid Percent CumulativePercent

    Valid No 1 51 56.7 59.3 59.3No 2 20 22.2 23.3 82.6

    No 3 15 16.7 17.4 100.0

    Total 86 95.6 100.0

    Missing Missing 4 4.4

    Total 90 100.0

    rank given to maruti

    16.7%

    22.2%

    56.7%

    Missing

    no 3

    no 2

    no 1

    Source: questi

    From the survey conducted it was found that 56.7% of respondents ranked Maruti as no.1 c

    the basis of after sales service.

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    Rank Given To Hyundai

    Frequency Percent Valid Percent CumulativePercent

    Valid No 1 28 31.1 33.3 33.3

    No 2 32 35.6 38.1 71.4

    No 3 24 26.7 28.6 100.0

    Total 84 93.3 100.0

    Missing Missing 6 6.7

    Total 90 100.0

    rank given to hyundai

    6.7%

    26.7%

    35.6%

    31.1%

    Missing

    no 3

    no 2

    no 1

    Source: questi

    From the survey conducted it was found that 31.1% of respondents ranked Hyundai as no.1

    on the basis of after sales service.

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    Rank Given To Tata Motors

    Frequency Percent Valid Percent Cumulative

    PercentValid no 1 7 7.8 8.3 8.3

    no 2 32 35.6 38.1 46.4

    no 3 45 50.0 53.6 100.0

    Total 84 93.3 100.0

    Missing missing 6 6.7

    Total 90 100.0

    rank given to tata motors

    50.0%

    35.6%

    7.8%

    Missing

    no 3

    no 2

    no 1

    Source: questi

    From the survey conducted it was found that 7.8% of respondents ranked Tata Motors as nocar on the basis of after sales service.

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    After sale service as a factor considered while buying a car

    Frequency Percent Valid Percent CumulativePercent

    Valid yes 51 56.7 56.7 56.7

    no 39 43.3 43.3 100.0

    Total 90 100.0 100.0

    after saleservice as a factor buying a car

    after saleservice as a factor considered while buying a car

    noyes

    Percent

    60

    50

    40

    30

    20

    10

    0

    From the survey it was found that 56.7% of the respondents said that they considerafter sales service delivered by the companies as the important factor while buying acar.

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    Dealer Network As A Factor Considered While Buying A Car

    Frequency Percent Valid Percent CumulativePercent

    Valid yes 24 26.7 26.7 26.7

    no 66 73.3 73.3 100.0

    Total 90 100.0 100.0

    dealer network a factor while buying a car

    dealer network as a factor considered while buying a car

    noyesPercent

    80

    60

    40

    20

    0

    73% of the respondents believe that dealer network is not a major criterion while buying a ca

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    Service station network as a factor considered while buying a car

    Frequency Percent ValidPercent

    CumulativePercent

    Valid yes 43 47.8 47.8 47.8no 47 52.2 52.2 100.0

    Total 90 100.0 100.0

    service station network- factor in buying a car

    service station network as a factor considered while buying a car

    noyes

    Percent

    60

    50

    40

    30

    20

    10

    0

    Majority of the respondents believe that service station network is not a major criteriawhile buying a car.

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    Brand image as a factor considered while buying a car

    Frequency Percent ValidPercent

    CumulativePercent

    Valid yes 65 72.2 72.2 72.2no 25 27.8 27.8 100.0

    Total 90 100.0 100.0

    brand image a factor while buying a car

    brand image as a factor considered while buying a car

    noyes

    Percent

    80

    60

    40

    20

    0

    Brand image is very important factor which is considered by the respondents while buying a car.

    30

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    ________________________________Customer Satisfaction for after sales service by car mfs:

    LIMITATIONS OF THE STUDY

    1. The size of the sample, as calculated by the Z-test, is very small because wetook error as 10%.

    2. We have chosen the proportions sampling. And we are taking error as 10% to

    consider the constraints of time and money. it is not feasible to target large

    number with around 0.001% error .

    3. As random sampling is being used, the results could be skewed.

    4. The data provided by the respondent at an earlier date and thus thePresent situation could be different.

    5. Since the consumer attitudes keeps on changing the findings may not be

    Applicable in all the cases.

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    ________________________________Customer Satisfaction for after sales service by car mfs:

    CONCLUSION

    From the survey conducted it was found that 67.8 % preferred Maruti as the brand.

    From the survey it was found that average age of the cars was 1-5 years.

    The data shows that 82% of the people surveyed say that after sales service doesaffect the overall image of the company. So the car manufacturing companies have tofocus on their after sales service in order to maintain brand loyalty.

    From the survey conducted it was found that 61.1% of the respondents found theservice delivered by the service stations to be reliable. But companies need to work on itimprove upon this figure.

    From the survey it is found that 67.6% of the respondents from the sample were

    satisfied with service provided by the companies. But still companies need to work on it.

    From the survey it was found that 72.2% of respondents were satisfied with the no:of service stations available within their reachable area.

    From the survey conducted it was found that 56.7% of respondents rankedMaruti as no.1 car on the basis of after sales service. From the survey conducted itwas found that 31.1% of respondents ranked Hyundai as no.1 car on the basis ofafter sales service. From the survey conducted it was found that 7.8% ofrespondents ranked Tata Motors as no.1 car on the basis of after sales service.

    From the survey it was found that 56.7% of the respondents said that theyconsider after sales service delivered by the companies as the important factorwhile buying a car.

    73% of the respondents believe that dealer network is not a major criterionwhile buying a car.

    Majority of the respondents believe that service station network is not a majorcriteria while buying a car.

    Brand image is very important factor which is considered by the respondentswhile buying.

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    ________________________________Customer Satisfaction for after sales service by car mfs:

    RECOMMENDATION

    Dealers should give a monthly remainder call to their customers for the after

    sales service.

    There should be free wheel alignment provided by the service station.

    Air condition should be given a free service charge.

    Spares parts of various cars within the service period should be given at aconcessional or discounted rate.

    When the customers go for a new car the dealers should give them a fair re-sale value or for an exchange offer.

    Dealers should position themselves as a quality service provider.

    After the service, the service station must give the delivery of the car to thecustomer free of cost at his desired time.

    Schemes of free service after a consecutive 5 th service at a particular servicestation should be adopted by the service station.

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    ________________________________Customer Satisfaction for after sales service by car mfs:

    BIBLIOGRAPHY

    www.goodlassnerolac.com

    www.indiainfoline.com

    CMIE JOURNALS

    ECONOMIC TIMES

    NCAER REPORTS

    34

    http://www.goodlassnerolac.com/http://www.indiainfoline.com/http://www.goodlassnerolac.com/http://www.indiainfoline.com/
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    ________________________________Customer Satisfaction for after sales service by car mfs:

    APPENDICES/ANNEXURES

    Questionnaire

    We, the students of N L DALMIA Institute of Management Studies &Research. The information required is part of the project done by thestudents of the institute to analyze the reasons for rating the companies onthe basis of customer satisfaction post buying the cars. The informationwill be kept confidential.

    1. How old is your car?

    a) < 1 year b) 1-5 years c) 5-10 years d) 10 + years

    2. Which brand of car do you have?

    a) Maruti b) Hyundai c) Tata d) Others

    3)What are the services provided by the company?a)

    b)

    c)

    4). Does after sales service effect the image company inConsumer mind?

    a) Yes b) No

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    5). Do you find the service delivered by the service station to bereliable?

    a) Yes b) No

    6).Are you satisfied with services provided by the company

    a) Yes b) No

    7).Are you satisfied with the number of service stations with in

    reachable area

    a) Yes b No

    8).Are you satisfied with services delivered or implemented bydealers?

    a) Yes b) No

    9).How would you rate the companies on the basis of after salesservices provided by them?

    CARCOMPANY

    HYUNDAI MARUTI TELCO

    Rank (1-3)

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    ________________________________Customer Satisfaction for after sales service by car mfs:

    10).What additional features would you like to be incorporated in theirAfter sales package?

    1)

    2)

    3)

    11). Please mention your Name.

    THANK YOU